Solve your Big Data problems and stop blaming the ‘other guy’.


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So your company has a big data problem and after much research you find CRM software (BI or Analytics Software included) you believe will solve all your issues. A few months after the install you find you’re no where closer to solving your big data problem and you’re ready to throw out the proverbial software baby with the bath water. Your team blames the software for not meeting their expectations. The software company tells you to take advantage of more training to use the software to its full potential. Thousands of dollars down the drain and zero progress. Does this sound familiar?

The problem is common and the solution is two-fold. On the one hand, software companies need to make sales, and some of their marketing hype can be captivating. But they can only do so much in regards to the talent and the steps a customer takes beyond the install to impart the knowledge needed to drive value out of the software solution. On the other hand, executive leaders have the responsibility to be knowledgeable about the software they are buying and the talent they have. They need to get the right people, and stay committed long enough to work through the software hiccups. When you simply blame the other guy and look to replace the CRM software without properly evaluating and improving your internal talent, you’re not unlike a married couple that call it quits before six months of marriage.

You have to be willing to work smarter instead of harder. Most people think it is easier to just get a different CRM system instead of adding the people skills and talent necessary, or bringing in experts to help with generating value with the investment that’s already been made. And software companies must stand behind the product they sell and provide the necessary support and training that extends beyond system administration. If this is not available then everybody loses and time will be wasted, resources will be wasted and your big data problem will just be bigger.

One thing is certain, don’t waste time blaming the ‘other guy’ and try to think, what should “I” do differently.

In our experience we have seen many times software company’s marketing messages being taken as promises to perform that can’t be delivered. Ultimately, all software needs skilled and knowledgeable, sometimes many people, for it to deliver the value that case studies and marketing messages highlight. If you find that your big data problems are continuing to grow and the value of your data-related solutions is not being realized, contact us to schedule a risk-free CIA (Customer Insights to Action) Assessment at 336-288-8226.

Republished with author's permission from original post.

Jodie Monger
Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.


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